Job Description:The RoleAs the
Senior Manager, Client Success, you will lead and support a team of Client Success Managers while overseeing key client relationships and ensuring consistent delivery against client expectations. You will partner closely with operations and cross-functional teams to drive client satisfaction, retention, performance, and growth.
In this role, you will serve as a key connection point between our clients and internal teams, helping translate client needs into actionable solutions, proactively addressing risks, and ensuring our brands receive a high-quality and consistent experience with Cart.com.
What You'll Do- Manage, coach, and develop a team of Client Success Managers, driving accountability and consistent client outcomes.
- Oversee a portfolio of key client relationships, ensuring strong engagement, satisfaction, retention, and overall account health.
- Execute client engagement strategies and ensure clients maximize Cart.com's capabilities to achieve their business objectives.
- Partner closely with Operations and cross-functional teams to ensure service delivery meets established KPIs, SLAs, and client expectations.
- Build strong relationships with client stakeholders and serve as an escalation point for complex client needs or service issues.
- Identify risks within client accounts and proactively coordinate solutions with internal stakeholders.
- Develop and deliver client performance reviews and presentations, translating operational and performance data into actionable insights.
- Support the development and management of key client documentation, including SLAs, SOWs, and other contractual commitments.
- Participate in strategic initiatives and process improvements that enhance the client experience and improve operational performance.
- Monitor client success metrics, including retention, satisfaction, account health, and expansion opportunities.
- Partner with leadership to identify opportunities to strengthen client relationships and support revenue growth.
- Ensure consistent Client Success processes, communication standards, and best practices across assigned clients and facilities.
Who You Are- A strong client advocate who understands how to balance client needs with operational realities and business objectives.
- An experienced people leader who can coach, develop, and hold teams accountable for results.
- A relationship builder who can establish credibility with both client stakeholders and internal operational leaders.
- A proactive problem-solver who can navigate complex client needs, escalations, and competing priorities.
- Results-driven and highly organized, with strong prioritization and project management skills.
- Comfortable using data to identify trends, assess client performance, and recommend solutions.
- An effective communicator who can translate complex operational issues into clear, actionable conversations with clients and internal stakeholders.
- Comfortable operating in a fast-paced environment where priorities and client needs can evolve quickly.
What You've Done- Ability to work hybrid out of the Dallas Fulfillment Center.
- 6+ years of experience in Client Success, Account Management, Customer Success, Operations, or a related field.
- 3+ years of people leadership experience, including coaching and developing client-facing teams.
- Experience managing complex client relationships, preferably within e-commerce, fulfillment, logistics, or technology.
- Demonstrated success improving client satisfaction, retention, and overall account performance.
- Experience partnering with Operations and cross-functional teams to resolve client issues and improve service delivery.
- Experience managing and reporting against client KPIs, SLAs, and performance expectations.
- Proven ability to manage escalations and build trusted relationships with client stakeholders.
Nice to Haves- Experience within SaaS, 3PL, fulfillment, or e-commerce environments.
- Experience supporting clients across multiple fulfillment centers or operational locations.
- 3PL or e-commerce operational experience.
- Experience with SOWs, SLAs, and other client contractual requirements.
- Bachelor's Degree in Business, Marketing, Supply Chain, or a related field.
- Experience working in fast-paced, high-growth companies.
Currently, Cart.com does not intend to hire candidates who will need, now or in the future, Cart.com sponsorship through any non-immigrant visa category such as the H-1B, H-1B1, E-3, O-1, or TN.
All hiring is contingent on eligibility to work in the United States. We are unable to sponsor or transfer visas for applicants.
